Comment "Can you fix my laptop?" (Score 2, Funny) 1177
OK. I'm the manager of a computer repair shop at a university near Boston. The computer-IQ of students has been on the rise lately but it's still pretty low. I'm a Dell and Apple-certified tech, but I'm capable of fixing most anything. The reason I got this job, however, is because of my customer-relations skills: I never condescend or judge, regardless of the ridiculousness of the situation. But when I get in conversations with other support people, this is the trump card I use for "stupid user stories":
It's the end of the year, and students are either gearing up to go home or panicking about finals. As you can imagine, this is a busy time for me. A diminutive Asian girl with a sunny disposition comes to my door (it's a half-door, so I can only see her head and shoulders) and the following exchange takes place:
User: "Is this the hardware repair shop?"
Me: "Yes, it is. What can I do for you?"
User: "My computer's broken. Can you fix it?" (typical specific user complaint)
Me: "Probably. What's wrong with it?" (Given enough money, I can probably fix anything)
User: (hauls out machine and puts it on the bench) "I'm not really sure."
At this point, a lesser tech would have broken into hysterics. The machine is a Dell D600 laptop that looks like it was dropped out of a 6th-story dorm window, then run over with a truck. It was physically folded in half. Not a single part of the machine was not broken completely beyond repair.
Me: "...."
User: "Can you fix it?"
Me: "Well, let's see if anything's still intact here." (extracts HD, holds it up, shakes it. It sounds like a maraca) "Your data's definitely gone, sorry about that." (Opens lid. Shattered hinges break off. Several keys fall out. Flips over, opens RAM door.) "Miraculously, the memory seems to be unharmed, but that alone won't help. Let's see whether you're still under warranty." (Checks warranty at Dell. It's under warranty, but not CompleteCare, so she's out of luck.) "Sorry, I think it's time for a new computer. What do you want me to do with this one?"
User: "Oh, I think I'll keep it. Maybe someone else can get it working."
Me: "...." (hands it back to user) "In the future, if you buy another Dell, I'd highly recommend adding the CompleteCare warranty."
User: "OK, thanks! Have a good summer!"
I really wish she'd let me keep it. It would have been a great illustration for something, I'm sure.
It's the end of the year, and students are either gearing up to go home or panicking about finals. As you can imagine, this is a busy time for me. A diminutive Asian girl with a sunny disposition comes to my door (it's a half-door, so I can only see her head and shoulders) and the following exchange takes place:
User: "Is this the hardware repair shop?"
Me: "Yes, it is. What can I do for you?"
User: "My computer's broken. Can you fix it?" (typical specific user complaint)
Me: "Probably. What's wrong with it?" (Given enough money, I can probably fix anything)
User: (hauls out machine and puts it on the bench) "I'm not really sure."
At this point, a lesser tech would have broken into hysterics. The machine is a Dell D600 laptop that looks like it was dropped out of a 6th-story dorm window, then run over with a truck. It was physically folded in half. Not a single part of the machine was not broken completely beyond repair.
Me: "...."
User: "Can you fix it?"
Me: "Well, let's see if anything's still intact here." (extracts HD, holds it up, shakes it. It sounds like a maraca) "Your data's definitely gone, sorry about that." (Opens lid. Shattered hinges break off. Several keys fall out. Flips over, opens RAM door.) "Miraculously, the memory seems to be unharmed, but that alone won't help. Let's see whether you're still under warranty." (Checks warranty at Dell. It's under warranty, but not CompleteCare, so she's out of luck.) "Sorry, I think it's time for a new computer. What do you want me to do with this one?"
User: "Oh, I think I'll keep it. Maybe someone else can get it working."
Me: "...." (hands it back to user) "In the future, if you buy another Dell, I'd highly recommend adding the CompleteCare warranty."
User: "OK, thanks! Have a good summer!"
I really wish she'd let me keep it. It would have been a great illustration for something, I'm sure.
